[Remote] Contact Center Reporting Analyst

Note: The job is a remote job and is open to candidates in USA. Essentia Health is a healthcare organization seeking a Contact Center Reporting Analyst. This role involves providing reporting, analysis, and actionable insights to enhance contact center operations and service quality, utilizing NICE CXone tools to develop various performance reports and dashboards.ResponsibilitiesUses existing reporting expertise to address advanced reporting needs for Nice CXone platform applicationsAdministers and configures the Patient Notify Portal to meeting clinical operational needs to inform patients of their appointments or inclement weather or clinical closures or partial closures eventsProvides information, reports and dashboards that meet business requirements within given timeframeCollaborates with Contact Center leadership on reporting and dashboards to drive meaningful performance data insightsUses analytical tools and statistical techniques to analyze and formulate insights to drive improvements for contact center leadershipUses KPI data to compile and track performance at both the team and individual levelsMakes appropriate recommendations and updates to reports in the Nice CXone platform applicationsSupports contact center analyst peers as back up coverageSkills3 years' experience in a contact center environment1 year reporting experience with Nice CXone or top tier contact center cloud solutionAdvanced Excel skills such as PivotTables, Conditional formatting, VLOOKUP, Data sorting and Data visualizationBachelor's degree in business, computer science, information systems, or equivalent field of studyCloud Contact Center Reporting certificationBenefitsMedical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs401(k) plan with employer contributions to help you plan for the futureTraining, tuition reimbursement, and educational programsFlexible schedulingGenerous time offWellness resources focused on your physical, mental, and emotional healthBenefit eligibility may varyCompany OverviewEssentia Health is a non-profit organization that offers integrated health care facilities to its patients. It was founded in 2004, and is headquartered in Duluth, Minnesota, USA, with a workforce of 10001+ employees. Its website is https://www.essentiahealth.org/.Company H1B SponsorshipEssentia Health has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 7 in 2023. Please note that this does not guarantee sponsorship for this specific role.